L1/L2 Customer Support Linux Engineer- (Remote)

As a ServerHub Technical Support Engineer (Linux Administrator) you’re on the front lines of helping current customers troubleshoot active issues and concerns. This is both challenging and rewarding. Our mantra is built around the Customer Support experience, applicants who have a passion for and a proven history of achieving high customer satisfaction rates will excel in this position.

We are looking for problem solvers who can think outside the box, and aren’t afraid of going the extra mile to make a customer happy. Every little thing can give a customer a big smile. As a voice of the customer and a person who will be looked upon as a true guru, you will have the influence and opportunity to give customers insight on product decisions within the ServerHub Platform.

This is a Remote Position, with options of working at our Dallas offices.

What you’ll be doing:

• Respond to help desk technical and product questions generated by our customers
• Answer Tickets, Emails, Phone Calls and Live Chat
• Write and document processes
• Help write tutorials for our customers for reoccurring issues
• Adhere to our 15 Minute SLA response times, with one hour resolution/updates
• Learn and Adapt to the ServerHub platform, and adapt to rapid changes
• Escalate to L2/L3 administrators Troubleshoot Linux (CentOS and Ubuntu), Baremetal Servers, Cloud Servers
• Work collaboratively within a team setting via face-to-face and Internal Chat
• Help Combat Fraud and Spam on our Platform
• Collaborate with management and team to improve the Customer Experience
• Communicate on current processes and assist in improvement suggestions